Table 1 Types of complaints made by service users in health facilities: findings from the questionnaire survey
Categories | Example |
|---|---|
Environment/equipment | • No water supply, poor hygiene and no toilets in health facilities. • No waiting room, no furniture and poor infrastructure. |
Accessibility/ availability | • Health facility opens late and closes early, health facilities closes at 2 pm. • Medicine not available, medicine not given, all medicine should be free, need to pay for medicine. • Service providers are not regular, service providers do not come to office on time, no doctor. • There should be a 24-hour service, service should be available during the weekend. • No timely service, delay in providing services. • Need of diagnostic services such as laboratory and X-ray. • Immunization service and PHC out-reach clinic not managed well or not near to their residence. • No ambulance, no delivery service. • Maternity incentive not given, or delayed, to mother. |
Empathy (respect/dignity/staff attitudes) | • Service providers behave rudely. • Treatment information, not adequately provided. • Service providers not responsive. • No confidentiality. |
Care/treatment /safety | • Medicine did not work, with poor quality. • Medicine near to expiry or expired. • Misuse of medicine by service providers. |